《服务外包英语》课件Unit 1 Understanding Outsourcing

ContentsPassageTwo4StartingUp1Listening&Speaking2PassageOne3LanguageLab7TipsforProfessionals

7Writing5Mini-project6StartingUpHaveyoueverheardthefollowingcompanies?Whatdotheyspecializein?TaskOneDiscussthefollowingquestionswithyourpartner.Startingup-1Startingup-3StartingUpMatchthewords1)–5)withtheChinesedefinitionsA–E.

TaskTwo1)outsourcingA.知识流程外包2)offshore

B.信息技术外包3)ITOC.离岸

4)BPOD.外包5)KPOE.业务流程外包1)_____2)______3)______4)______5)_______AECDBStartingup-2StartingUpMakealistaboutwhichactivitiesinacompanycouldbeoutsourced.

TaskThree

ITservicesAccountingservicesPayrollHumanresourcesCustomerservicesResearchandDevelopment……ListeningListening&SpeakingDialogueOneDialogueTwoSpeakingTaskL-Task1Listening&SpeakingDialogueOne:OutsourceBusinessProcesses

1.offshore:adj.inorundertheseaandnotfarfromthecoast离岸的Example：1)Offshoreoutsourcingisthepracticeofhiringorganizationsoremployeestoperformcompanytasksoverseas.离岸外包是指雇佣机构或员工承担公司海外业务。2)Proponentsofoffshoreoutsourcingoftenpointtothefactthatagreatdealofmoneycanbesavedusingthismethod.离岸外包的支持者经常指出，采用此种方式可以节省大量资金。

KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:OutsourceBusinessProcesses

2.outsourcing:n.whenacompanyusesworkersfromoutsidethecompanytodoajob外包Example：1)Contentprovidershaveachoiceoflocatingaspeechbrowserattheirfacilitiesoroutsourcingtoanapplicationserviceprovider,carrierorservicebureau.内容提供商可以选择将语音浏览器放在自己的设备上，或者外包给应用服务供应商（ASP）、电信运营商或服务公司。2)Outsourcingdoesn'treallysolvetheproblem.把业务承包给其他公司不会从根本上解决问题。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:OutsourceBusinessProcesses3.confidentiality:n.asituationinwhichyoutrustsomeonenottotellsecretorprivateinformationtoanyoneelse.机密，机密性Example：1)confidentialityagreement保密协议2)Allreplieswillbetreatedwithcompleteconfidentiality.所有的答复将被视为绝密。KeyWordsandExpressionsL-Task1Listening&SpeakingDialogueOne:OutsourceBusinessProcesses4.telecommunication:n.thesendingandreceivingofmessagesbytelephone,radio,televisionetc.电讯,电信Example：1)atelecommunication(s)satellite通讯卫星2)internationaltelecommunicationservice国际电信业务KeyWordsandExpressionsL-Task1Listening&SpeakingListeningTask:

Listentotheconversationanddecidewhetherthefollowingstatementsaretrueorfalse.Thenwritekeywordstosupportyouranswers.ScriptCompaniescoulddothingsmoreeconomicallyiftheyreducedsomeoftheirprocesses.

2.LotsofcompaniesoutsourcedtheirITservice.3.Companiesshouldnotoutsourcethecustomerservicedepartment.4.Outsourcingprofessionalsneedtobeproperlytrained.True.NodoubtTrue.Lotsofcompaniesdothat.False.

ConsideroutsourcingthecustomerservicedepartmentaswellTrue.They’dhavetobeproperlytrained.L-1-ScriptListening&SpeakingDialogue1

Script_1Mary:Thingsaregettingexpensiveinthiscountry,andthere’snodoubtthatwecoulddothingsmoreeconomicallyifweoffshoredsomeofourprocesses.Victor:Whatdoyoumeanbythat?Movingpartsofthebusinessabroad,oroutsourcingpartsofthebusinessestooverseascompanies?Mary:I’mnotsure,really.Perhapsoutsourcingtocompaniesabroadwouldbeeasierandmorelogical.Whatdoyouthink?Victor:Youcouldberight.Butwhichpartsofthebusinessshouldweoutsource?Mary:Well,wecouldoutsourceIT.Lotsofcompaniesdothat.Victor:Yes,buttheproblemwiththatisconfidentiality.Mary:Buttherearewaysofdealingwiththat,justlikewehavetoprotectconfidentialityinsideourcompany.Victor:HmmIsupposeso.Whatelsecouldweoutsource?Mary:Wecouldconsideroutsourcingthecustomerservicedepartmentaswell.Youknow,theydoalltheirworkbytelephoneanyway,sonowadayswithlowcosttelecommunicationsandsoon;itshouldbepossibletogetsomeoneabroadtodothesamethingatamuchlowercost.Victor:That’strue.Butthey’dhavetobeproperlytrained.Mary:Includingaccenttraining.Victor:True.L-Task2Listening&SpeakingDialogueTwo:OpinionsaboutOutsourcing1.

sympathize:vt.&vi.Tofeelsorryforsomeonebecauseyouunderstandtheirproblems同情Example：1）WhileIsympathizeyourpointofviewIcannotacceptit.虽然我同情你的观点，但我不能接受它。2）Isympathizewithyouinyourbereavement.我对你痛失亲人表示同情。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:OpinionsaboutOutsourcing2.

back-office：n.Thedepartmentofabankorotherfinancialinstitutionthatmanagesororganizestheworkoftheinstitution,butthatdoesnotdealwithcustomers后台Example：1）back-officesupport后台支持2）Back-officeoperationsaredriftingofftoplaceswherecostsarelower,suchasGlasgoworBangalore.“后台支持”业务也正在向一些成本更低的地方转移，比如格拉斯哥或班加罗尔。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:OpinionsaboutOutsourcing3.

component：n.oneofseveralpartsthattogethermakeupawholemachine,systemetc零件，部件Example：1）thecomponentsofanengine.发动机的零部件。2）Thefactorysupplieselectricalcomponentsforcars.工厂提供汽车电器部件。KeyWordsandExpressionsL-Task2Listening&SpeakingDialogueTwo:OpinionsaboutOutsourcing4.

retail：n.thesaleofgoodsinshopstocustomers,fortheirownuseandnotforsellingtoanyoneelse零售Example：1）retailprice零售价2）Theclothingcompanyhassixretailstoresinsouth-easternAustralia.服装公司在澳大利亚东南部有六家零售店。KeyWordsandExpressionsL-Task2Listening&SpeakingListeningTask:

Listentotheconversationandmatchthepeoplebelowwiththeirpointofviews.NamePointofviewKarenArthurMollyThechancetolocatehalfourIToperationontheothersideoftheworldmeansthatthecompanywillbesomuchmoreefficient.Hisprimeresponsibilityistoshareholders,thatistosay,togenerateprofitsforthem.Thismovemakeshimandhispeoplefeelabitinsecure.Thecostsavingswillbetransmittedthroughtothefinalretailprices,whichcanonlybegoodforus.Tomaintainthecustomerbase,theycan’tcutcostsattheexpenseofquality.Karen:Arthur：Molly：

1、234、5ScriptL-2-ScriptListening&SpeakingDialogue2

Script

Reporter:So,MollyTyler:first,canyoutellusthethinkingbehindthismove?Molly:Well,justletmesayfromthestartthatIfullysympathizewithallthosepeoplewhoaregoingtobemaderedundant,andIjustwanttogiveanassurancethatwe’lldoeverythingpossibletohelpthemfindotheremploymentwithintheorganization.Butforus,thismoveisabsolutelynecessary-thesavingincosts,especiallylaborcosts,andthechancetolocatehalfourIToperationontheothersideoftheworldmeanthatthecompanywillbesomuchmoreefficient.Yousee,withhalftheIToverthere,we’llbeabletorunthesystems24hoursaday-12inIndiaand12here.That’sgoingtomaketheshareholdershappy,too,andyoumustremembermyprimeresponsibilityistothem,Imean,togenerateprofitsforthem.Reporter:Isee.Molly:Also,bydoingthis,ourowninvestmentbothintermsofcapitalandintermsofhumanresourceswillbereduced,sothatifthere’sadownturninthemarket,wewon’tbesoexposed.L-2-ScriptListening&SpeakingDialogue2

Script

Reporter:Yes,Icanseethat.And,ArthurBrown,doyouthinkthisisagoodmove?Arthur:Itmakesmeandmypeoplefeelabitinsecure,youknow.They’removingsomeoftheirITactivitiestoIndia,andsomeoftheirback-officeactivitiesaswell.Myworryisthatbeforeweknowit,thefactorieswillbegoingthere,too,ortosomewhereequallyfaraway,andthenthey’llfindsomeoneonthatsideoftheworldtoprovidethemwiththecomponentstheyneed,andwe’llbelefthighanddry,sowhileIunderstandwhythey’redoingit,Ican’tsayI’mhappyaboutit.Reporter:KarenWeinberg.Yourreaction?Karen:Well,Idon’tshareArthur’sdismay.I’mhopingthatthecostsavingswillbetransmittedthroughtotheirfinalretailprices,whichcanonlybegoodforus.Idoworry,though,thatthequalityoftheservicestheyofferwillnotbeofthesamelevel.Frankly,there’salotofcompetitionoutthere,andtheyneedtoknowthatifthey’regoingtomaintaintheirclientbase,theycan’tcutcostsattheexpenseofquality.Reporter:Thankstoallthreeofyou,andnowforagovernmentreaction,Iturnto…SpeakingListening&SpeakingSpeakingTaskWorkinpairs.Practicetalkingaboutoutsourcingindustryandintroducingyourmajortoothers.RoleA

Youareafreshmanofanoutsourcingcollege.Youmaychooseoneoftheoutsourcingmajors(InformationTechnology,Finance,BusinessProcessOutsourcing,etc.).Yourhighschoolclassmateisvisitingyou.Welcomeyourhighschoolclassmate;Tellhim/heryourcollegelife;Explainthenewly-developedoutsourcingindustry;Introduceyourmajorandyourcareerplan.RoleBYouarevisitingyourhighschoolclassmate(RoleA)whoisstudyingataoutsourcingcollege.Greetyourhighschoolclassmate;Askabouthis/hercampuslife;Inquireabouttheoutsourcingindustry;Askabouthis/hermajorandcareerplan.Passage1TextKeyWords

andExpressionsReadingTaskPassageOneText1-1WhatisOutsourcing?

Outsourcingreferstoacompanythatcontractswithanothercompanytoprovideservicesthatmightotherwisebeperformedbyin-houseemployees.Manylargecompaniesnowoutsourcejobssuchascallcenterservices,e-mailservices,andpayroll.Thesejobsarehandledbyseparatecompaniesthatspecializein

eachservice,andareoftenlocatedoverseas.PassageOneText1-2 Therearemanyreasonsthatcompaniesoutsourcevariousjobs,butthemostprominentadvantageseemstobethefactthatitoftensavesmoney.Manyofthecompaniesthatprovideoutsourcingservicesareabletodotheworkforconsiderablylessmoney,astheydon'thavetoprovidebenefitstotheirworkersandhavefeweroverheadexpensestoworryabout.PassageOneText1-2 Outsourcingalsoallowscompaniestofocusonotherbusinessissueswhilehavingthedetailstakencareofbyoutsideexperts.Thismeansthatalargeamountofresourcesandattention,whichmightfallontheshouldersofmanagementprofessionals,canbeusedformoreimportant,broaderissueswithinthecompany.Thespecializedcompanythathandlestheoutsourcedworkisoftenstreamlined,andoftenhasworld-classcapabilitiesandaccesstonewtechnologythatacompanycouldn'taffordtobuyontheirown.Plus,ifacompanyislookingtoexpand,outsourcingisacost-effectivewaytostartbuildingfoundationsinothercountries.PassageOneText1-3 Therearesomedisadvantagestooutsourcingaswell.Oneoftheseisthatoutsourcingofteneliminatesdirectcommunicationbetweenacompanyanditsclients.Thispreventsacompanyfrombuildingsolidrelationshipswiththeircustomers,andoftenleadstodissatisfactionononeorbothsides.Thereisalsothedangerofnotbeingabletocontrolsomeaspectsofthecompany,asoutsourcingmayleadtodelayedcommunicationsandprojectimplementation.Anysensitiveinformationismorevulnerable,andacompanymaybecomeverydependentuponitsoutsourceproviders,whichcouldleadtoproblemsshouldtheoutsourceproviderbackoutontheircontractsuddenly.PassageOneText1-4 Whileoutsourcingmayprovehighlybeneficialformanycompanies,italsohasmanydrawbacks.Itisimportantthateachindividualcompanyaccuratelyassesstheirneedstodetermineifoutsourcingisaviableoption.PassageOnen.listofpeopleemployedbyacompanyandtheamountofmoneytobepaidtoeachofthem.（公司员工的）薪水名册PassageOnepayrolle.g.

1)Thefirmdevelopsapayrollprogramtoprocessapayrollfile.

2)ABCSoftwareisgrowingfast,addinganother100employeestoitspayrolloverthelastyear.e.g.

1）arestaurantspecializinginseafood

2）Wespecializeinelectronicproducts.PassageOnespecializeinbeorbecomeaspecialist成为专家，专门从事，专攻

e.g.

1)overheadexpenses

2）reduceexpenditureonoverheadPassageOneoverheadn.oforrelatingtooverheads（企业的）经费e.g.

1)Heendeavoredtostreamlinetheplantorganization.2)Wemuststreamlineourproductionprocedures.PassageOnestreamlinevt.makesomethingmoreefficientandeffective使某事物效率更高，作用更大

e.g.

1)eliminateunnecessarywordsfromanessay.2)Amovetowardshealthyeatingcouldhelpeliminateheartdisease.PassageOneeliminatevt.removeortakeaway消除，排除e.g.

1)Heisvulnerabletotemptation.2)Thepotatoisvulnerabletoseveralpests.PassageOnevulnerableadj.exposedtodangerorattack;unprotected易受攻击的，无防御的e.g.

1)aviableproposal

2)Nothinginthecurrentsituationsuggeststhatitismoreviabletoday.PassageOneviableadj.soundandworkable;feasible切实可行的，可实施的

2-Task1PassageOneReadingTask:

Tickofftheadvantagesanddisadvantagesofoutsourcingmentionedinthepassage.Advantages:

Itoftensavesmoney.

Itallowscompaniestofocusonmoreimportantbusinessissues.

Itistheresultofglobalization.

Outsourcingcompaniesusuallyhaveworld-classcapabilitiesandnewtechnologies.

Itmakeseasytocommunicatewithcustomers.

Ithelpscompaniestoexpandtheirbusinessinothercountries.√√√√2-Task1PassageOneReadingTask:

Tickofftheadvantagesanddisadvantagesofoutsourcingmentionedinthepassage.Disadvantages:

Iteliminatesdirectcommunicationsbetweenacompanyanditsclients.

Itwastestimeandmoney.

Acompanycan’tcontrolitsproductquality.

Itmaycausethedangerofnotbeingabletocontrolsomeaspectsofthecompany.

Acompanymaybecomeverydependentuponitsoutsourceproviders.

Someemployeeswilllosetheirjobsbecauseofoutsourcing.√√√PassageTwoTextKeyWordsandExpressionsReadingTaskPassageTwoText2-1TypesofOutsourcing Outsourcingisdividedintothreetypes:technologyservicesoutsourcing,businessprocessoutsourcingandknowledgeprocessoutsourcing.PassageTwoText2-2PassageTwoInformationTechnologyOutsourcing

Duetothefast-changingworld,businessenterprisesfinditnecessarytoinvestonsophisticated

technologiesandsystems.Technologicalinnovationsarefuelingtherapidevolutionofbusinessandeconomicmodels.Companieshavetoadapttothesechangesinordertothriveinacompetitivemarket.Someofthesetechnologiesincludeelectroniccommerce,networkinfrastructures,applications,telecommunicationsandwebsitedevelopment.Investingonawholenewsetofmanpowertoperformthesetasksisapparently,anadditionalcapitalexpenditure.In-houseemployeesmayperformsuchfunctionsbutnotasgoodasgettingathird-partyfirmthatspecializesonthefieldandaresuretobemorecost-effective.Text2-3PassageTwoBusinessProcessOutsourcing

BusinessProcessOutsourcing,morecommonlyknownasBPOstartedbackin1995duringtheadventofinternetbusiness.Itinvolvesoperationalfunctionssuchascustomerrelationsmanagement,equipments,accounting,humanresources,logistics,security,documentations,insurance,healthcare,manufacturing,andmediaoutsourcing.InBPO,specifictasks,especiallythoseoutsidethecorecompetencyofacompany,isoutsourcedtoathird-partyfirm.Text2-4PassageTwo BPOcanbefurtherdividedintotwo:frontofficetasksandbackofficetasks.Frontofficefunctionsarecustomer-orientedsuchasmarketing,customerserviceandtechnicalsupport.Backofficetasksaremoreoninternalwork(Example:billing,payroll,purchasing). Otheroperationsoutsourcedbyenterprisesincludemultimedia,bookkeeping,consultancy,dataentry,proof-readingandediting,aswellasmedicaltranscription.Asinternettechnologiesadvance,soisbusinessprocessoutsourcing.

Text2-5PassageTwoKnowledgeProcessOutsourcing

AmoresophisticatedlevelofoutsourcingrelativetoBPOisknowledgeprocessoutsourcing(KPO).Thisinvolvesadvancedresearch,analytical,andtechnicalskillswhichmeansthatprovidersareexpectedtoworkindependently.ItisalsoimportanttonotethatinBPO,allprocessesarestilllaidoutbytheclientwhereasKPOspecialistsaregivenmanagerialcontrol.ExamplesofKPOinclude:pharmaceutical

researchanddevelopment,intellectualproperty

research,contentwriting,anddatabasedevelopmentservices.Text2-6PassageTwo

Amongthethreetypes,KPOistheolderformofoutsourcingandusuallyinvolvesshort-termandperipheralprojects.BPO,however,isconsideredasthemostpopularamongthethreetypesespeciallyifoneistoconsiderthatmostcompaniesoutsourcebusinessprocessestooffshorelocationssuchasthePhilippines.adj.asophisticatedmachine,system,method,etc.isverywelldesignedandveryadvanced,andoftenworksinaverycomplicatedway:微妙的，复杂的PassageOnesophisticatede.g.

1)

asophisticatedelectronicguidancesystem2)sophisticatedmodernweapons

n.the

basicsystems

and

structures

thatacountryororganizationneedsinordertoworkproperly,forexample,roads,railways,banks,etc.:基础结构PassageOneinfrastructuree.g.

1）Urbaninfrastructurefacilitieshaveimprovedconsiderably.2）Strengtheningpre-studyandtechnologicalinfrastructureconstruction.n.the

totalamountofmoneythatagovernment,organization,orpersonsspendduringaparticularperiodoftime:开销，花费PassageOneexpenditure

e.g.

1)Thegovernmentplanstoincreaseexpenditureonhealthyandeducation.2）Themonthlyexpenditureofourfamilyisfourhundreddollarsaltogether.adj.workingwithinacompanyororganization内部的PassageOnein-housee.g.

1）in-housetraining

2）AMShasbuiltsystemsin-housethatcontaininformationabouttheexpertiseofitsownemployeesinordertofosterpartnershipsacrossthecompany.n.acompanythatgivesadviceonaparticularsubject：顾问PassageOneconsultancye.g.

1)openafinancialconsultancy.

2)Wehavesubletpartofourofficetoafinancialconsultancy.

n.relating

to

theproduction

of

drugs

and

medicines:配药的，制药的PassageOnepharmaceutical

e.g.

1）pharmaceuticalindustry

2）Wegetdonationsfrommanyorganizationsthatarenotpharmaceuticalcompanies.somethingwhichsomeone

has

inventedorhastherighttomakeorsell,especiallysomethingthatcannotlegallybecopiedbyotherpeople:知识产权PassageOneintellectualproperty

e.g.

1）tightenupmanagementandprotectionofintellectualpropertyrights2）China'sjudicialinstitutionsforintellectualpropertyprotection.2-Task1PassageTwoReadingTask:

Fillintheblanksinthefollowingchartsaccordingtothepassage:ITOutsourcingApplicationE-commerce——————

Application——————

——————

ITOOrganizationThirdParty

———contractsoutsourcesNetworkinfrastructureTelecommunicationsWebsitedevelopment2-Task1PassageTwoReadingTask:

Fillintheblanksinthefollowingchartsaccordingtothepassage:BusinessProcessOutsourcingBusinessProcess____________Accounting

____________

____________

BPOOrganizationThirdParty

outsources________CustomerrelationsmanagementLogisticsDocumentationscontracts2-Task1PassageTwoReadingTask:

Fillintheblanksinthefollowingchartsaccordingtothepassage:KnowledgeProcessOutsourcingKnowledgeprocess________________________

____________

____________

KPOOrganization________

———________outsourcesPharmaceuticalR&DIntellectualpropertyresearchContentwritingDatabasedevelopmentservicescontractsThirdPartyWritingWritingSample1Sample2WritingTaskW-sample1WritingBusinessLetterofIntroductionSampleOneDearDavid,IwouldliketointroduceMorganMendes,thenewheadoftheTechnicalDivisionforpartsanddistribution.Hewillresumeworkfromthe17thofthismonth.Mr.MendeshasrichexperienceinthisfieldandhasheadedsuccessfulprojectsintheUSandEurope.Lastyear,hewasawardedthebestemployeeoftheyearattheOutsourcingconferenceinPhilippines.PriortoThompsonandSons,hewasemployedatBarnardandMorgan'sasthemanagerofpartsanddistribution.

HeisagraduatefromMcGillUniversitymajoringinMechanicalEngineeringfollowedbyanMBAfromQueensUniversity.Yourpresenceforthewelcomeceremonywouldbeappreciated.Sincerely,GeoffreyThompsonPresidentandCEOW-sample2WritingSampleTwoDearMr.Edward,We'rehappytointroducetoyouthegrandopeningoftheCommunicationIncorporation.Retainingoldcustomersandreachingouttonewcustomersisastruggleformanybusinessesintoday’srapidlychangingmarket.Withouttherightcombinationofpublicityandpromotion,manybusinessesstruggletogainafootholdinthemarket.CommunicationINCisdedicatedtomakingeachclientassuccessfulasitcanbe.Forbetterclarity,findenclosedabrochureofourservices,thetestimonialsandreferencesfromsomeofourexistingclients.Iwouldbehappytoansweranyquestionsyoumayhaveaboutourfirm.Icanbereachedat58886776.Sincerely,LoraJohnsonWritingYouaretheSalesManagerofanewlyestablishedITse